19
NPS
Learn More about Brand Intelligence Solutions
Find out what hundreds of thousands of customers are saying about your brand, your competitors and others in the industry
Thank you for inquiring about Comparably's Brand Intelligence Solutions
A member from Comparably's team member will be reaching out shortly to set up a time to speak about our Brand Intelligence Solutions
Brand Page
Novotel Hotels
Marketing or Exec? Claim Your Free Account
About Novotel Hotels' Brand
Born in 1967, Novotel is a 4-star international midscale brand for business and leisure travelers.
Brand at a Glance
78%
Customer Loyalty
4.1/5
Product Quality
3.7/5
Pricing
3.9/5
Customer Service
Novotel Hotels NPS
Novotel Hotels's Net Promoter Score (NPS) is a 19 with 49% Promoters, 21% Passives, and 30% Detractors. Net Promoter Score tracks whether Novotel Hotels's customers would recommend using the product based on a scale of -100 to 100.
Novotel Hotels Overall NPS
| 49% | Promoters |
|---|---|
| 21% | Passives |
| 30% | Detractors |
Novotel Hotels NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2024 21 | Mar 2024 | 21 |
Apr 2024 23 | Apr 2024 | 23 |
Jun 2024 20 | Jun 2024 | 20 |
Jul 2024 17 | Jul 2024 | 17 |
Aug 2024 20 | Aug 2024 | 20 |
Sep 2024 20 | Sep 2024 | 20 |
Oct 2024 20 | Oct 2024 | 20 |
Dec 2024 19 | Dec 2024 | 19 |
Jan 2025 17 | Jan 2025 | 17 |
Feb 2025 19 | Feb 2025 | 19 |
Jul 2025 18 | Jul 2025 | 18 |
Aug 2025 20 | Aug 2025 | 20 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Novotel Hotels NPS by Gender
Female customers rated Novotel Hotels's NPS 30 points higher than Male customers.
Male
0
Novotel Hotels's NPS was rated by Male customers on Comparably.
33%
Promoters
34%
Passives
33%
Detractors
Female
30
Novotel Hotels's NPS was rated 30 by Female customers on Comparably.
60%
Promoters
10%
Passives
30%
Detractors
Novotel Hotels NPS by Ethnicity
Novotel Hotels's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 67 | Asian or Pacific Islander | 67 |
Other -20 | Other | -20 |
Novotel Hotels NPS by Age
Novotel Hotels's NPS was rated 17 points by customers ages 18-25 on Comparably.
Novotel Hotels NPS by Usage
Novotel Hotels's NPS was rated the highest by customers who have used Novotel Hotels's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 34 | Less than 1 Year | 34 |
1 to 2 Years 29 | 1 to 2 Years | 29 |
Novotel Hotels Customer Reviews
Out of the 3 Novotel Hotels customer reviews 2 were positive and 1 was constructive. Novotel Hotels customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Novotel Hotels Customer Loyalty
78%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
78% of Novotel Hotels users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Novotel Hotels Customer Loyalty Score by Gender
Female customers rated Novotel Hotels's Customer Loyalty score 12% higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Novotel Hotels.
Male
70%
Yes
Female
82%
Yes
Novotel Hotels Customer Loyalty Score by Ethnicity
Novotel Hotels's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Novotel Hotels.
85
out of 100
Asian or Pacific Islander
64
out of 100
Other
Novotel Hotels Customer Loyalty Score by Age
Novotel Hotels's Customer Loyalty score was rated 85% by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Novotel Hotels.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 85% | 18-25 | 85% |
Novotel Hotels Customer Loyalty Score by Usage
Novotel Hotels's Customer Loyalty score was rated the highest by customers who have used Novotel Hotels's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Novotel Hotels Product Quality
4.1/5
Novotel Hotels has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
Sign Up to unlock Novotel Hotels' overall Product Quality score rated by its users and customers.
Novotel Hotels Product Information
Novotel Hotels’s product quality score is a 4.1 out of 5 as rated by its users and customers.
- Website
- http://www.novotel.com/
- Company Size
- 10,000+ Employees
Industry
Tech
Consumer Services
Quick Insights into Novotel Hotels Product Quality
Novotel Hotels's Product Quality score was rated highest by customers who have used Novotel Hotels's products/services for Less than 1 Year, and rated lowest by Asian or Pacific Islander customers.
Sign Up to unlock insights into how customers have ranked Novotel Hotels' Product Quality.
Ranked Novotel Hotels Product Quality the Highest
Ranked Novotel Hotels Product Quality the Lowest
Novotel Hotels Product Quality Score by Gender
Female customers rated Novotel Hotels's Product Quality score 0.2 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Novotel Hotels.
Male
4.4/5
Female
4.6/5
Novotel Hotels Product Quality Score by Ethnicity
Novotel Hotels's Product Quality score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Novotel Hotels.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Other 4.8 | Other | 4.8 |
Novotel Hotels Product Quality Score by Age
Novotel Hotels's Product Quality score was rated 4.6 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Novotel Hotels.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
Novotel Hotels Product Quality Score by Usage
Novotel Hotels's Product Quality score was rated the highest by customers who have used Novotel Hotels's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Novotel Hotels Pricing
Novotel Hotels ROI & Value For Money
3.7/5
Novotel Hotels has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Novotel Hotels' overall ROI score rated by its users and customers.
Quick Insights into Novotel Hotels ROI
Novotel Hotels's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked Novotel Hotels' ROI score.
Ranked Novotel Hotels ROI the Highest
Ranked Novotel Hotels ROI the Lowest
Novotel Hotels ROI Score by Gender
Male customers rated Novotel Hotels's ROI score 0.1 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Novotel Hotels.
Male
3.9/5
Female
3.8/5
Novotel Hotels ROI Score by Ethnicity
Novotel Hotels's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Novotel Hotels.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Other 3.4 | Other | 3.4 |
Novotel Hotels ROI Score by Age
Novotel Hotels's ROI score was rated 3.8 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Novotel Hotels.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
Novotel Hotels ROI Score by Usage
Novotel Hotels's ROI score was rated the highest by customers who have used Novotel Hotels's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
Novotel Hotels Customer Satisfaction (CSAT)
Novotel Hotels Customer Satisfaction (CSAT) Score
84 / 100
Novotel Hotels has an overall Customer Satisfaction score of 84 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
35%
Satisfied
49%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
4%
Very Dissatisfied
8%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Novotel Hotels Customer Satisfaction
Novotel Hotels's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by Male customers.
Sign Up to unlock insights into how customers have ranked Novotel Hotels' Customer Satisfaction.
Ranked Novotel Hotels Customer Satisfaction the Highest
Ranked Novotel Hotels Customer Satisfaction the Lowest
Novotel Hotels Customer Satisfaction Score by Gender
Female customers rated Novotel Hotels's Customer Satisfaction score 50 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Novotel Hotels.
50 / 100
MaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 25% | |
Dissatisfied | 0% | |
Very Dissatisfied | 25% |
100 / 100
FemaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 60% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Novotel Hotels Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Novotel Hotels' Customer Satisfaction (CSAT) score was rated 83% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Novotel Hotels.
83 / 100
Very Satisfied
33%
Satisfied
50%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Novotel Hotels' Customer Satisfaction (CSAT) score was rated 80% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Novotel Hotels.
80 / 100
Very Satisfied
40%
Satisfied
40%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
20%
Novotel Hotels Customer Satisfaction Score by Age
Novotel Hotels's Customer Satisfaction score was rated 100 points by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Novotel Hotels.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% |
Novotel Hotels Customer Satisfaction Score by Usage
Novotel Hotels's Customer Satisfaction score was rated the highest by customers who have used Novotel Hotels's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Novotel Hotels Customer Service
3.9/5
Novotel Hotels has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
Sign Up to unlock Novotel Hotels' overall Customer Service score rated by its users and customers.
About Novotel Hotels's Customer Service
Website
http://www.novotel.com/
Phone Number
86 10 5829 6666
Quick Insights into Novotel Hotels Customer Service
Novotel Hotels's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked Novotel Hotels' Customer Service score.
Ranked Novotel Hotels Customer Service the Highest
Ranked Novotel Hotels Customer Service the Lowest
Novotel Hotels Customer Service Score by Gender
Female customers rated Novotel Hotels's Customer Service score 0.6 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Novotel Hotels.
Male
3.5/5
Female
4.1/5
Novotel Hotels Customer Service Score by Ethnicity
Novotel Hotels's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Novotel Hotels.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Other 3 | Other | 3 |
Novotel Hotels Customer Service Score by Age
Novotel Hotels's Customer Service score was rated 4 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Novotel Hotels.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
Novotel Hotels Customer Service Score by Usage
Novotel Hotels's Customer Service score was rated the highest by customers who have used Novotel Hotels's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Novotel Hotels as an Employer
Consumer vs. Employees
Novotel Hotels scored a 19 for Net Promoter Score and a 41 for Employee Net Promoter Score. NPS gauges how likely a customer of Novotel Hotels would recommend the brand to a friend. ENPS measures how likely Novotel Hotels employees would recommend working at Novotel Hotels to a friend.
Net Promoter Score
19
NPS Score
| 49% | Promoters |
|---|---|
| 21% | Passive |
| 30% | Detractors |
Employee Net Promoter Score
41
eNPS Score
| 59% | Promoters |
|---|---|
| 23% | Passive |
| 18% | Detractors |
